Help Desk Team Lead

Job Description

We are seeking an experienced and hands-on Help Desk Team Lead to lead and mentor our IT support team while actively engaging in day-to-day technical operations. In this role, you will be responsible for ensuring efficient technical support, optimizing IT infrastructure, and enhancing IT service delivery for our main office in Israel. This is a fully onsite role that requires a combination of leadership, technical expertise, and problem-solving skills.

This role is fully onsite

Responsibilities

• Lead, mentor, and guide the IT Help Desk team, ensuring high-quality end-user support and efficient issue resolution.

• Act as an escalation point for complex technical issues, providing guidance and hands-on support.

• Define, implement, and optimize IT support processes and service delivery standards.

• Monitor Help Desk performance, ensuring SLAs and customer satisfaction goals are met.

• Technical Support & Infrastructure Management

• Provide hands-on technical support to employees, troubleshooting and resolving hardware, software, and networking issues.

• Manage Active Director, including user/group policies, authentication, and security settings

• Support Google Workspace (G Suite), Microsoft 365, Slack, GitHub, Zoom, and other corporate Cloud platforms.

• Ensure effective capacity planning, performance monitoring, and IT infrastructure health checks

• Assist in enforcing IT security policies and best practices to protect company data and infrastructure.

• Develop and maintain technical documentation, IT policies, procedures, and troubleshooting guides.

Qualifications

• 6+ years of experience in a technical support role, including at least 2 years in a leadership or team lead capacity, overseeing IT operations and mentoring teams.

• Industry-recognized IT certifications such as VMware VCP, Microsoft MCSA/MCSE, CCNA, CompTIA Network+/Security+ (or equivalent).

• Proven expertise in supporting and managing macOS, Windows, and Linux environments, encompassing system deployment, advanced troubleshooting, security hardening, and comprehensive system administration.

• Extensive experience working with IT management and identity systems, including Active Directory (A/D), LDAP, Kandji, Okta, and other enterprise identity and device management platforms.

• Hands-on experience with essential IT collaboration and productivity tools such as Google Workspace (G Suite), Microsoft 365, Slack, GitHub, and Zoom.

• Proficiency in automation and scripting using PowerShell, Bash, or Python to streamline IT operations and enhance system efficiency – Advantage.

• Strong familiarity with IT Service Management (ITSM) tools (Jira, ServiceNow, Freshservice, or similar ticketing systems).

• Experience in IT procurement.

• Exceptional interpersonal and communication skills, with a strong service-oriented mindset, ensuring high-quality IT support, effective collaboration, and positive user experiences.

• Proven track record of managing IT support in fast-paced, high-tech environments, ensuring seamless IT operations, rapid incident resolution, and continuous service improvement.